Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. All set with your shiny new strategies and bold new plans? ” We’ve all been there. Today is the day!

2015 247

2015 Webinar Entertainment Leadership 247

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. pdf) and data file (.xls).

2015 113

2015 Net Promoter Score 2014 2012 113

Forrester

NOVEMBER 7, 2014

In 2015, the race from good to great CX will hit the gas pedal. Predictions 2015. customer loyalty. CX Customer Experience Customer Experience Customer Experience Index Predictions 2015 Voice of the Customer campaign management citizen experience customer loyalty emotional design social listening'

2015 109

2015 2007 2014 Loyalty Programs 109

Experience Investigators by 360Connext

JANUARY 23, 2015

30, January 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Customer Bliss

AUGUST 20, 2015

Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. This drives behavior to try to get more loyalty by pitching that second product or second service.

Chief Customer Officer 234

Chief Customer Officer 2015 Loyalty Innovation 234

Beyond Philosophy

JUNE 9, 2015

Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. Reserve your spot at this informative webinar presented Thursday, June 17 th , 2015. . The post Ryanair: Profits Do Not Equal Loyalty appeared first on. The Customer Flight Experience.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Download report for $495. includes report plus dataset in Excel).

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Trends are always a big part of SXSW , but each year it comes down to people. People are the ones introducing these bold ideas and making them become part of the greater world.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. So, yes, there are things to complain about.

Interaction 275

Interaction 2015 Innovation Fashion 275

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Download report for $295.

2015 102

2015 Wireless Net Promoter Score Airlines 102

Beyond Philosophy

JULY 19, 2017

Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.

Loyalty 116

Loyalty Loyalty Programs 2017 Books 116

Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy.

2015 122

2015 CEM 2002 Books 122

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. The 2015 U.S. Download the 2015 U.S. the growing expectations for customer service in 2015. • and more (watch for the 2015 U.K. . • the growing expectations for customer service in 2015. • and more (watch for the 2015 U.K. With 98% of the U.S.

2015 101

2015 Consumers Loyalty Brands 101

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Forrester

OCTOBER 6, 2015

But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. Given that, I expected our latest US CX Index report would reveal that brands are delivering customer experiences that are getting better at strengthening the loyalty of their customers.

2015 102

2015 Customer Experience Loyalty Customers 102

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index benchmark for 2015. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty. customer loyalty. It is now, as they say, a whole new ballgame. measure CX.

2015 103

2015 2014 Customer Experience Measurement 103

Experience Investigators by 360Connext

JUNE 15, 2015

YWCA Chicago (@YWCAChicago) June 10, 2015. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Women, he believes, consider the customer more. Stay lean if you can.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

JUNE 22, 2015

A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Nothing thrills a devoted customer more than being recognized for loyalty. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

GetFeedback

MAY 5, 2019

Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. No matter whether you base your loyalty program on discounts, exclusive vouchers, gifts, or another type of privileges, your customers will appreciate it. Loyalty plans based on various incentives.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

ijgolding

DECEMBER 22, 2014

These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! The lovely Mrs Golding is in desperate need of a new purse this year (I hope you are reading this Santa) due to the excessive bulging being caused by cards from loyalty schemes. Do they really work?

Loyalty 107

Loyalty Hotels 2015 Customer Retention 107

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty. customer loyalty. It is now, as they say, a whole new ball game.

2015 97

2015 2014 Customer Experience Measurement 97

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Never mind we were in A terminal and US Airways was in E.

Airlines 307

Airlines Customer Experience Travel Books 307

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Think Customers

SEPTEMBER 20, 2015

Here's my list of the most noteworthy customer experiences from the summer of 2015. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. How Developed is Your Customer-Centric Strategy for 2015? The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

eglobalis

APRIL 6, 2025

In B2B, value is measured as an exchange : the buyer gains measurable business outcomes, and the supplier earns revenue, access, or loyalty. MIT Sloan Management Review , Spring 2015. link] B2B Customer Dynamics: The Weather Ahead. Boston Consulting Group , September 28, 2023. link] Thorbjrnsen, Helge et al.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Influitive

OCTOBER 11, 2015

Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event! pic.twitter.com/q0W0mvrx8R.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

CloudCherry

SEPTEMBER 1, 2019

His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

2013 244

2013 2011 2012 2010 244

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. PERILS OF WEARABLES Poor dude, some of what they call wearables today is just impractical Outside #CES2015 #wearables pic.twitter.com/gp0xoKcX0W.

Marketing 250

Marketing Innovation Transportation Demo 250

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. Parrish explains, “A good customer experience drives loyalty for companies that also perform better.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Experience Investigators by 360Connext

JULY 9, 2015

A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. #julepmaven #mavenunboxing #julep #nailpolish #subscriptionbox #subscription #july #unboxing.

2015 249

2015 Social Media Consulting Customers 249

Experience Investigators by 360Connext

JANUARY 26, 2015

30, January 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It is complicated. It is regulated. It is a often a price-based customer battlefield. I totally get it. Social Customer Care: Best Practices for Major Engagement. 11:00 AM - 11:30 AM CST.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. .

Events 223

Events Customer Experience Webinar Telecommunications 223